Service Dispatcher
Mobile Communications America

Job Info

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Company Overview:
Mobile Communications America, Inc. (MCA) is the leading provider of wireless communication solutions that enhance safety, security and operating efficiency. MCA provides a full suite of turn-key systems-including two-way radio, video, SCADA, dispatch, mass notification, and point-to-point wireless communications--to public safety, commercial, educational and governmental entities across the nation. As the largest Motorola service provider and largest manufacturer's rep in the nation, Mobile Communications America grew from 70 employees in 2013 to almost 850 employees today.

A component of our business that embodies the MCA advantage is our "service first DNA" culture. MCA offers customers a complete portfolio of professional services, installation services, and ongoing maintenance services. This commitment to service goes beyond our customers to encompass our employees, partners, shareholders and communities.

Position Summary:
Mobile Communications America is seeking an organized and motivated service dispatcher for the Charlotte, NC location. This position is responsible for the daily dispatching of technicians and installers with an emphasis on customer satisfaction and completion of tasks within the scheduled timeline.

Primary Duties & Responsibilities:
• Assist with answering and assessment of inbound customer request for service and installation.
• Keep technicians and installers aware of work they are scheduled to perform
• Contact techs/installers the first thing every morning to ensure they are or have responded as scheduled.
• Contact customers not less than one hour or more than 24 hours prior to the time a tech/installer is to arrive on site.
• Open work orders for scheduled service work and provide a copy of the work order or work order number to the techs/installers.
• Put tech/installer time, parts utilized and service resolution on work order when called in by tech/installer after they have completed their task.
• Close these work orders and prepare them for invoicing.
• Follow up with the techs/installers as necessary to determine progress of the scheduled task.
• If tech or installer fails, or is going to fail to complete a task in the allotted scheduled time, advise the Dispatch Supervisor and next scheduled appointment so appropriate action can be taken, i.e. rescheduling, reassignments, authorization of overtime, etc.
• Closure notation on the schedule when a scheduled task has been completed.
• Schedule P/M's or assists in other areas when a tech/installer has idle time.
• Randomly contact customer within one week, preferably within 24 hours, and ask if the response to his service request was completed in a satisfactory manner (i.e., timely, work area left clean and neat, did tech/installer go over what work was done, was equipment checked out with customer, tech/installer attitude, any issues need to be addressed). Report any negative responses immediately to service management.
• Close and invoice all zero dollar work tickets.
• Assist with the Dispatch Supervisor responsibilities as needed or requested.
• Assist in reviewing status of repaired equipment and assign return to customer.
• Assist with inventory control and field parts request.

Ideal candidates will have the following experience, skills and education:
• Organizational skills; technical capacity: strong initiative: thoroughness; time management; communication proficiency.
• Experience with Microsoft Word, Microsoft Excel, and Outlook.
• Must be able to interact and communicate professionally in both spoken and written form within all levels of the organization.
• Ability to succeed in an often fast-paced environment, establish priorities, work independently, and proceed with objectives without supervision.
• Proven track record of reliability and responsibility.
• Strong organizational and administrative skills. Detail oriented.
• Discreet, able to handle confidential and proprietary information appropriately.
• High level of integrity.

Direct Reports:
No Direct Reports

NOTE: The above statements are intended to describe the general nature and level of work being performed by the person assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills and physical demands required of personnel so classified.

Mobile Communications America, Inc. reserves the right to modify or revise the job descriptions in part or in its entirety. Reasonable accommodations will be made in accordance with governing law.

Mobile Communications America, Inc. is an equal opportunity employer that recognizes the value of a diverse workforce. All qualified individuals will receive consideration for employment without regard to race, color, age, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, genetic information, or any other criteria protected by federal, state or local law.

This job has expired.